Cisco Anyconnect - Troubleshooting
WiscVPN is transitioning from using Cisco AnyConnect to Palo Alto GlobalProtect. For information on which client to use during the transition, see the news item WiscVPN Client Transition.
This document covers troubleshooting steps that can be done when Anyconnect are not working. These steps should be followed in order unless a known issue is encountered.
1) Uninstall and Reinstall the Client Software
The first step in troubleshooting VPN issues is to uninstall the client software and have the user download/install a new version. This is because the VPN client changes the networking stack of the Operating System and later changes to this stack may have corrupted the VPN client software. See the following document for each particular user:
- Windows XP - Uninstalling a Program, remove Cisco AnyConnect VPN Client
- Windows 7 & Vista - Uninstalling a Program, remove Cisco AnyConnect VPN Client
- Cisco Anyconnect (Mac) - Uninstalling the VPN Client
Once the software has been uninstalled, direct the user to install the AnyConnect client using the following docs as reference:
- [Link for document 11997 is unavailable at this time.]
- Cisco Anyconnect (Mac) - Downloading and Installing the AnyConnect Client
Note: In some cases, WinXP users may have the legacy VPN client installed. They will want to uninstall this and install the AnyConnect client.
2) Check the Error Code in the KB and Google
When the AnyConnect client fails to connect, an error message will be displayed. Sometimes the message will also contain a number code. Use this code and error description to do a search in the KB docs and in Google. Common error message encountered with the client will be documented in the KB (for example, the Interprocess Communication Depot error). If you cannot find the text description in the KB, search Google. Usually within the first 5 search results a fix or workaround will be found. If a fix or workaround is not found or the fix/workaround involves editing the registry go to the next step.
3) Consult HDQA
If steps 1 and 2 do not fix the issue, consult HDQA to see if anything else can be done.